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Mar 25, 2015
Business Case Greater China Cut-off Time Extension
Jason Liu
2© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Executive Summary
3© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Problem Statement Biz Requirement
The Greater China sales teams, partners and customers are asking for an extended cut-off time for standard orders
• 3pm cut-off time has been set for 10+ years in Greater China Operation
• IDC says most market players in China have moved the cut-off time to business close time
• Benchmark is changed especially on UCS products
Market
• Customers and Account Teams are not satisfied with the current 3pm cut-off time
CSAT
4© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
China Business Close Time
Partner Feedback Quote” Other market players like H3C did the extension long time ago already. I don’t understand why Cisco still sticks to the 3pm”
Taiwan 5pm
Partner Feedback Quote “We feel uncomfortable about the 3pm cut-off time, HP is with 5pm in Taiwan, why Cisco cannot do the same. In terms of the delivery service, I don’t think Cisco is flexible and competitive as HP.
Hong Kong & Macau: 5pm
Partner Feedback Quote “The NBD 3:00pm cut off time is not satisfying the market and customer needs in HK. When customer calls on issue during office hour, it generally takes an hour to get the CSE assigned, and further takes 2-3 hours to get emails exchange for the logs and troubleshooting. even the current shift engineer can finish the troubleshooting before 3:00 but the RMA would become two days later.
VOC(Voice of Customers) Outlook Item Outlook Item
5© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Anticipated Outcome• The RMA cut-off time is extended to an
agreed later time• No impact on the existing delivery capability
Operation
• In line with the market benchmark• Business deal opportunitiesMarket
• Meet customer expectation• Higher customer satisfaction levelCSat
6© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
• Greater China theatre including CN, HK, MO and TW
• Service Level - NBD and NCD SLA
• Service Order (RMA)
Business Scope
7© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Case Analysis
8© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Role Description Name/Title
Global Executive Sponsor Provide business operation support for the project
Dillard Mayers
Global Business Owners Provide business operation support for the project
Steve McMahonMichael Strain
Local Executive Sponsor Provide executive support for the project from local theatre
Eliza Zhao
Local business owner Provide business operation support for the project
Jennifer Sun
Local Project Manager Provide pre-project business case analysis support
Jason Liu
VOC Track Owner Facilitate the VOC sessions for the project
Nathan CaoDennis Lian
Capability Track Owner Provide logistics support and verification for the project
Crystal QiMike Liu
Business Case Analysis Team
9© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
• Resource readiness (TPL, OM operation)
• System readiness (Cisco & Vendor tools)
• Sales Agreement (Sign-off)
• Supporting teams agreement (Sign-off) – TAC & LSC
Business Assumptions
10© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
• Improve and enhance local customer experience
• Meet Customer expectation
• Have Higher Customer Satisfaction
• Gain market competitiveness in service market
• Allow more troubleshooting time
Expected Benefits
11© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
• Less transportation buffer time & certainty
• NBD support coverage shrinkage
Business Risks
12© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Strategic Options
13© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
China Cut-off22%
4-5PM
After Cut-Off Coverage
Missed City Coverage
Option 1 – Country level Extension
Around 25% of the cities supported in the original 3pm cut-off will be uncovered when cost keeps flat
100% City Coverage Impossible to be met even if we provide hand-carry and dedicated trucks with substantial cost increase
Option 2 – Selected City and Product Family
System feasibility exploration is being worked on (PFM#14342)
14© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Taiwan Cut-off
Hong Kong and Macau Cut-off
• No coverage impactCoverage
• 5pm- No additional cost • 5pm+Prem RMA costCost
• No coverage impactCoverage
• Estimated 15% cost increase Cost
15© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Summary
16© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Summary
Region Req cut-off Operational Challenges Recommendation Remarks
China Overall 5pm Flat Cost – only approx 70% city coverage remains
No
China Based on selected PF & Cities 5pm
Estimated 5% WH cost increase
Yes GTST team is working on PFM#System feasibility
Taiwan 5pm No operational impact & cost impact
Yes
Hong Kong 5pm Approx 15% cost increase Yes
Macau 5pm Approx 15% cost increase Yes
Cisco Confidential 18© 2013-2014 Cisco and/or its affiliates. All rights reserved.
Research Highlights – Service offeringBlade Server Rack Server Networking Equipment Unified Communication
HP Huawei Dell IBM Lenovo Huawei Juniper H3C Avaya Huawei Polycom
Free Warranty Service Level
3 year 5*9*NB
D
3 year 5*10*NBD & 7x24 online
support
3 year 5*9*N
BD
3 year 5*9*N
BD
3 year 5*8*NBD & 3 year
7*9 online
support
5*10*30CD
Return to
factory
5*8*20CD
Return to
factory
5*10*30CD
Return to
factory
3 year 5*8*NBD Remote
Technical Support
3 year 7x24
Online support
or 1 year 7x24
Online support
3 year 7x24
Online support
or 1 year 7x24
Online support
Bundled Services(Bundled services here refers to services sold with hardware together by default. For some vendors and products, bundled service is the same as warranty)
3 year 7*24*4
Same as
above
3 year 7*24*
4
year 7*24*
4
3 year 5*8*NBD
Same as above
Same as above
Same as above
Same as above
Same as above
Same as above
Cut-off Time(only applies to working hour services)
N/A N/A5:00P
MN/A 6:00PM 6:00PM N/A 6:00PM N/A N/A 3:00PM
Service Start Time
Since online representative make sure it is necessary to provide onsite service
Since partner receives customer’s call
Since online representative make sure it is necessary to provide onsite service
Documented? All abovementioned services are publicly documented